October 5, 2020
Are your customers happy? What do your customers want or need now? A global crisis like COVID-19 will continue to impact the way we work and live for years to come. If one of your goals is to continue to meet and exceed customer expectations, you should be asking these questions continually.
April 21, 2020
Newly named CEO of Internet Creations, Felisa Palagi, led a panel discussion to hear from business leaders how they’ve adapted and have been able to ensure more confidence for customers.
January 2, 2020
Reducing friction is about delivering a great experience by making the process as simple as possible for your customer. In the year ahead we expect that more businesses will be investing in improving four particular areas to reduce customer friction.
December 9, 2019
In a note to the company last week, IC’s COO Felisa Palagi shared how Japan delivers perfect service, and how this aligns to IC Way fundamental #4 Walk in Other’s Shoes.
September 6, 2019
A truly responsive service team values speed as well as the quality of the first and all subsequent interactions may need an additional feature, beyond Milestones and Entitlements in Salesforce.
May 10, 2016
November 5, 2015
Four Ways to Empower Your Agents to Create the Ultimate Customer Experience